Billing Support Specialist, APAC

Lucid Software is the leader in visual collaboration and work acceleration, helping teams see and build the future by turning ideas into reality. Our products include the Visual Collaboration Suite (Lucidchart and Lucidspark) and airfocus. We hold true to our core values: innovation in everything we do, passion & excellence in every area, individual empowerment, initiative and ownership, and teamwork over ego. At Lucid, we value diverse perspectives and are dedicated to creating an environment and culture that is respectful and inclusive for everyone. Lucid is a hybrid workplace. We promote a healthy work-life balance by allowing employees to work remotely, from one of our offices, or a combination of the two depending on the needs of the role and team.

Since the company’s founding, Lucid Software has received numerous global and regional recognitions for its products, business, and workplace culture. These include being listed to the Forbes Cloud 100, Fast Company Most Innovative Companies, Fortune Best Workplaces in Technology, and PEOPLE’s Companies that Care. Lucid’s solutions are used by more than 100 million users across the globe, making Lucid the most used visual collaboration platform by the Fortune 500. Our customers include Google, GE, and NBC Universal, and we partner with leaders such as Google, Atlassian, and Microsoft.  

Lucid Software’s Customer Operations team helps the countless users who rely on Lucid understand how to use our product, and we use the incoming user data to improve the health of these products. We're an operational team that uses both direct support interactions as well as scalable solutions to engage with our global consumers.

As a Billing Support Specialist, you will work closely with various functions within Lucid to surface user issues, to help make our products better, and to streamline our internal operations. You will own the relationship between Lucid Software billing and our users. You will master solving complex billing related issues for individual users by taking personal initiative as well as working cross-functionally to address and solve user pain points in the subscription process. If you are passionate about making a difference in people’s lives and providing exceptional service to our millions of customers around the world, then we would love to meet you!

Responsibilities:

• Investigate and process customer requests for cancellation and refunds over email
• Resolve customer concerns related to billing such as downgrades, duplicate charges, invoice changes, trial subscriptions, and declined payments
• Develop and maintain product and billing expertise and work closely with other team members to resolve user issues in a timely manner.
• Develop a deep understanding of changing product offerings and account types and implement these changes into our billing processes
• Develop an understanding of our customers’ business objectives and align Lucid’s strategies to support and achieve those objectives. Identify and monitor key user operational metrics focused on retention to help drive improvements to our product and support offerings
• Continually work with accounts to support ongoing successful adoption of key Lucid products and features
• Develop and execute data-driven recommendations at scale
• Manage technical issues by investigating and troubleshooting problems, recognizing patterns, escalating billing issues, managing issues workflow and proactively identifying consumer needs.
• Innovate processes and systems to drive improvements to our billing support offering-- recognize opportunities for improvement and take the initiative to implement solutions.
• Drive cross-functional initiatives that will improve the overall customer experience and lead to greater satisfaction and loyalty among customers

Requirements:

• Bachelor's degree with strong academic performance
• 0-2 years of experience, preferably in a client-facing role
• Able to think strategically and tackle open-ended problems
• Detail-oriented, organized, and a good team player
• A strong sense of personal ownership and responsibility
• Strong communication skills, both written and verbal, with the ability to explain complex subjects to non-technical people
• Empathy and a passion for problem solving
• Bias towards finding solutions rather than dismissing ideas Ability to thrive in a fast-paced, dynamic environment
• Additional language skills are a plus (ES, FR, JA, PT, DE)
• Eligible to work in Australia 

Preferred Qualifications:

• Technical aptitude and passion to become a subject matter expert in the Lucid Suite and related domains
• Desire to learn--you’ll often be answering questions that have never been answered before, which requires a high level of intellectual curiosity and an eagerness to dive into new problems, domains, tools, and techniques

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